Purple Goldfish Hall of Famer–Southwest Airlines

Hall of Fame Class of 2010–Southwest Airlines

I fly a lot for business. It seems that whenever I talk to people about air travel these days, however, there’s always a gripe. Poor customer service, rising costs, and increased delays seem to be a black cloud hanging over the majority of the airline industry. That being said, I personally look forward to my flight experiences. Southwest Airlines, with their happy staffers, bags fly free policy, and no change fees policy, are a beacon of light in the darkness.

THE ORIGIN

Perhaps you’ve noticed the huge heart that Southwest Airlines uses in their branding. True advocacy comes when you reach the heart of your customer–and Southwest Airlines knows this. In an industry that seems solely focused on their bottom line, Southwest Airlines continues to value their employees who in turn value their customers. Their customers value service and that is what this airline is all about.

WHY FREE BAGS AND NO CHANGE FEES?

In 2016, airlines made a reported $3.35 billion in baggage fees alone. Given that that stems from roughly $25 per bag, you can only imagine what a $200 charge fee is capable of making for an airline. Southwest Airlines is committed to putting that extra money in the pockets of their customers–and they know that such service gets them customers for life.

TAKEAWAY

When it comes to serving your customers, it’s important to look past your bottom line. This doesn’t mean that you have to go broke trying to please customers, but it IS important to realize there’s a big difference between being in business because you love it and being in business to make money.

Today’s Lagniappe (a little something extra thrown in for good measure) – Southwest Airlines helps to make a couple’s special day even more unforgettable.

Stan Phelps is a popular keynote speaker and workshop facilitator. He believes that brands must focus on meaningful differentiation to win the hearts of both employees and customers. Driven by client objectives and inspired by bold vision, Stan works with clients to create programs, keynotes, and workshops that are memorable and on brand, inspiring businesses to become talkable by design. The result: programs that win BIG.

Contact Stan at stan@purplegoldfish.com or call +1.919.360.4702

Please note: I reserve the right to delete comments that are offensive or off-topic.

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